How do I speak to an actual human?

Hi all,
Is there a way I can speak to an actual Human at Monzo these days? I’ve got issues with the app not loading properly, live chat isn’t loading, and I can’t make a payment.

After fighting with the horrendous phone menus (come on, Barclays manages this better!), and button mashing until I get a human, I’ve then been hung up on.

Really worrying if this is Monzo’s approach to looking after my money now.




You call the telephone number on the back of your card.

I did, I got hung up on

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What, someone was talking to you then just put the phone down? Or the line cleared without you speaking to someone?

Line closed without speaking to anyone - I hit the 5 minute mark


Hopefully if you email the address given by @j06 you’ll get a response. In the meantime, have you tried the following steps?

  • delete and reinstall the app, this will make sure you’re using the most up-to-date version and that any potentially corrupt settings files are reset
  • check how you’re connecting to the internet. Are you using wifi (with a VPN?) trying turning off VPN (if using) or connecting with mobile data instead
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I got in after fiddling with it a bit and switching between 4G and WiFi a few times. More descriptive errors would be nice. Instead of just saying “Unknown Error”, something like “Please check your connectivity”


Restart your broadband router by switching it off at the mains, wait a minute or two and then turn it back on.

It will take about 5 minutes to boot back up but hopefully that helps :slight_smile:

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I wonder if in the interests of transparency, Monzo would be willing to publish the average wait times for telephone lines to be answered and perhaps also the % of abandoned calls.

Many organisations certainly publish the first figure or show a graph showing performance over the past 24 hours/week


Do you have some examples of this? I’m interested in seeing what kind of metrics others publish and how they represent it. :eyes:


I see @aCCount has already posted the link to Plusnet - and they actually used to publish a live tracker showing call times so customers could choose quieter times to call them

Others examples would include HMRC and the NHS


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